Providing efficient and effective support services are a valuable business asset. It builds internal and external customer confidence and trust in your organization’s ability to manage and resolve issues quickly and professionally.The helpdesk software you choose to use is a key element for internal and external customer satisfaction, business reputation, overhead cost controls and asset management including the ability to prolong your equipment life cycles. In fact, for many businesses, long-term success hinges on the effectiveness of the helpdesk solution implemented. Without the right software, the service can become a liability.
Helpdesk applications vary greatly in functionality. You can implement simple systems designed strictly for issuing and tracking trouble tickets or you can implement a fully featured application that provides for ticket generation, tracking, escalation and de-escalation, project management, asset management, internal and contractor billings, knowledge database, reporting, service level management and remote assistance.
A robust help desk solution will incorporate the Information Technology Infrastructure Library (ITIL) recommendations in a practical and effective manner. Your helpdesk solution should also be browser based so you can avoid any client PC installations and maintenance. A web based browser helpdesk will also significantly reduce or eliminate training time since your employees already use the web and email. Hosted or Saas (Software as a service) options should be available and the software should integrate with Active directory to allow authentication and single sign on capability to the system. Always look for a system which is easily scalable and able to handle growing needs and requirements of your business over time.
As you compare solutions look for solutions that integrate with your existing software applications to leverage your technology. Another important feature to consider is reporting. The ability to pull various reports on efficiency, labor costs and ROI are increasingly important. You want to be able to prove the value of your helpdesk organization and be able to quantify and qualify your resource needs on an ongoing basis. Managing various interdepartmental and customer service levels is also key to customer satisfaction.
Finally, make certain that any helpdesk solution you select supports a knowledge base. The ability to create questions and resolutions directly from trouble tickets makes creating your knowledge base easy and highly relevant to your company’s specific problems.
Remote assistance is a terrific tool to handle many technical issues that move through a helpdesk. If you don’t think you will need it from the start you may want to ensure it is easily added to your system at a later date if needed.
Good planning and preparation will result in a high functioning and effective helpdesk solution that will provide you with many business advantages and benefits from greater employee efficiency to increased customer satisfaction and automated reporting. It will add value to your organization and help you manage work flow more effectively as well as improve your business processes.
